ch.10 Communication Flashcards
(23 cards)
communication def
the process by which info is exchanged between sender/receiver
communication
- the sender must encode his/her thoughts into some form that can be transmitted to the receiver.
- the receiver must perceive the message and accurately decode it to achieve understanding
- effective when the right people have the right info in a timely manner
Communication by strict chain of commands
- lines on an organizational chart represents lines of authority/reporting relationships
- in theory communication can stick to this strict chain of command
- 3 necessary forms of communication w/ this system :
- downward
-upward
-horizontal
chain of commands def
lines of authority and formal reporting relationships
deficiencies in the chain of commands
- the formal chain of commands is incomplete and sometimes ineffective path of communication
1) informal communication
2) filtering
3) sloweness
Informal communication
- in contemporary org. belief that informal networks can be important source of innovation
filtering
- the tendency for a message to be watered down or stopped altogether at some point during the transmission
- too much filtering: preclude the right ppl from getting the right info
- upward filtering: people are afraid of mgmt
- downward filtering: time pressures, lack of attention to details
slowness
- even when good info the chain of commands can be very slow
- especially slow between departements
free flow of info 3 components
voice
silence
mum effect
voice
- the constructive expression of disagreements/concern about work unit or org. practices
- refers to speaking up
- horizontal or vertical
- if not morally/legally required => OCB
silence
withholding relevant info
mum effect
The tendency to avoid communicating unfavorable news to others.
- when managers are perceived as more open-minded employees are more likely to open up about negative events
- direct supervisors and higher-level managers play a critical role in creating a climate in which constructive dissent can emerge
jargon
-specialize language that members use to communicate with one another
- efficient mean of communication but can also be barrier sometimes
what effects the verbal language of work
- generation
- differences
- gender
- occupation
- culture
- personality
non verbal communication
the transmission of messages by some medium other than speech or writing
body language
- non verbal communication that occurs by means of the sender’s bodily motions and facial expressions.
- unintended messages
- difficulty in how to communicate the message
linguistic abrastaction
- people who speak abstractly are seen as more powerful than people who think more concretely
- abstraction can be used to achieve more self-control
challenges related to cross-cultural communication
- etiquette
- non verbal communication
- social convention : directeness, punctuality…
- context
cultural context def
the cultural info that surrounds a communication episode
cultural context
- context is always important in accurately decoding a message
- culture differs in the importance to which context influences the meaning of communication
high-context culture
- the message contained in communication is strongly influenced by the context in which the message is sent
- literal interpretation is often incorrect
- want to know about you+ company in great details, not getting to the point quickly, age + seniority are valued….
low context culture
- messages can be interpreted more literally because more meaning resides in the message than in the context the communication occurs in
- favours very detailed business contracts (the meaning of the message itself)
media richness theory
- describes communication medium by its ability to reproduce the info that it sent over it
- theory suggests that media have differing abilities for:
- providing feedback
- supporting multiple users
- tailoring messages
- conveying emotions
